Job Title

DescriptionWe are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that''s where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing they''re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.Position Overview:The Customer Support Specialist is responsible for quickly and accurately identifying technical issues by listening, understanding, and answering questions from clients in regard to their eClinicalWorks software program and training clients over the phone on how to use the software. This position will be working remotely until the restrictions from COVID-19 make it safe to work in the office.ResponsibilitiesAnswering high volume of inbound callsAssisting clients to troubleshoot and resolve problems with their eClinicalWorks software programAsking probing questions and properly documenting customer inquiries in the support systemAnswers inquiries by clarifying desired information; researching, locating, and providing accurate information, including education clients on our support siteResolving customer questions and complaints with the highest degree of courtesy and professionalismUtilizing de-escalation skills and escalating cases when necessary in accordance with escalation proceduresRedirecting calls as necessaryEnhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishmentsUpdates job knowledge by participating in educational opportunities.Other duties as assignedRequirementsHigh School DiplomaHigh Speed Internet Service to utilize VOIP calls and VPN software as well as other required programs to support job functionsPreferred RequirementsAssociates or Bachelor''s degree preferredExcellent verbal and written communication skillsAbility to interact with various levels of medical and IT professionalsFlexible and adapts to change easilyAbility to diffuse escalated clients and create effective working relationshipsProven problem-solving abilitiesAbility to present ideas in user-friendly languageAttention to detailMulti-tasking computer skills, ability to work with multiple screens and systems simultaneouslyAbility to type minimum 45wpm on standard keyboardTeam playerKnowledge and/or experience in IT, medical terminology and/or medical software is a pluseClinicalWorks offers a rich suite of benefits which include the following: eighteen days of Paid Time Off per year which scales based on tenure; nine Paid Holidays and one Floating Holiday; insurance for eligible employees which includes medical, dental, vision, basic life, short term disability, long term disability, business travel accident, and accidental death and dismemberment.As well, we offer a 401(k) plan with a Company safe harbor contribution; Flexible Spending Account for Health Care and Dependent Care for eligible employees; limited personal leave; additional voluntary benefits, including additional insurance (hospital indemnity, critical illness, accident, supplemental life, short term disability buy up, pet), genetic testing, legal plan, and supplemental accidental death and dismemberment; and an annual discretionary bonus for eligible employees.eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr